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IT Service Delivery Analyst at

3 months ago

Nairobi, Nairobi Area, Kenya CloudFactory Full time

CloudFactory is changing the way the world works by providing an on-demand, digital workforce for scaling critical business processes in the cloud.

We're also on a mission to create meaningful work for as many people as possible
Summary


This role offers an individual with the basic IT skills the opportunity to expand their knowledge into all aspects of core IT administration, end user computing, networking and business critical application support.

The ideal candidate will be highly motivated with an excellent customer focused approach and commitment to service delivery.

Essential Functions:
Delivery of Support Services

Taking inbound emails/calls/tickets from users with technical IT issues (software & hardware) with the view to resolve at first contact by providing a high level of customer service.

Responsible and accountable for the tracking of incidents and requests from initial identification through to resolution, ensuring that appropriate categories for logging and escalating incidents and requests are used.

Interact with end users to resolve IT related issues and provide IT Support in a timely manner in line with the defined Service Level Agreements (SLAs) and the same is adhered by the Help Desk analysts.

The modes of support provided will include the use of remote-control software and email or phone call or chat support to CloudFactory's pan Global user base.

Provide end-user IT support for all internal CloudFactory employees, ensuring that the end-to–end customer experience is positive, consistent and high quality.

Performing basic and intermediate level technical troubleshooting for IT issues/problems as per the scope defined.
Asking the customers targeted questions to quickly understand the root of the problem and escalating promptly if required.

Keeping track of the issues through to resolution (if the issue can be resolved within the scope of the 1st Level), within agreed time limits.

Escalate complex incidents to appropriate 2nd line or 3rd line Global IT Service Delivery team members in line with department-wide and company-wide policies and procedures to ensure customer demands are met within the defined SLAs and Operational Level Agreements (OLAs).

Gathering and documenting as much information as possible for the escalation teams to perform advanced investigation on the issue.

Collaborate with other Global IT teams like the Enterprise IT, etc.

as required especially when the resolution of the reported IT issues is dependent on the change or fix which is to be implemented on Enterprise Level.

Responsible for the management of all IT issues assigned to them through the ITSM system and ensuring that the status and history of issues are monitored, updated and closed on completion.

Provide both remote and on-premise desktop level technical support (if required) including troubleshooting Windows, Linux and MAC OS environments, installing and upgrading software and configuring systems and applications.

Provide technical and administrative assistance for all IT managed On-premise or SAAS based solutions or applications.
Responsible for planning and organizing daily workload. This includes prioritizing service calls and adjusting work plans to support high priority calls to meet operational requirements.
Responsible for ensuring that all IT policies and procedures are followed.
Adhere to the IT security and compliance processes in line with CloudFactory's policies and regulations.
Follow IT procedures, maintain documentations and standards and contribute to IT asset
management as required.

Undertake any other duties as assigned of a similar level and responsibility as may be required from time to time.

As part of continued development, the role will require ad-hoc project work to be carried out.

Location/Mobility

The post holder will not be required to travel between CloudFactory offices as this is a remote support role.

Data Protection

The post holder should be aware of the legislation behind data protection within their jurisdiction and follow relevant regulations and codes of practice to ensure appropriate action is taken to safeguard confidential information.

General

This job description is not exhaustive and can be altered in consultation with the post holder.

The post holder will be required to work in shift based schedules which may include working on weekends and public holidays.

Requirements

years' experience within an IT Support/Service Delivery environment.
Bachelor's degree in Science or Computers or equivalent.

Desirable

1 year experience in the Applications Support environment.
Foundation Certificate in ITIL.

Skills/Knowledge

Essential

The ideal candidate should possess the basic or intermediate level of working knowledge and hands-on experience on the following aspects:

Basic level of technical experience in the following areas:

Remote and On-premise technical support for Windows/Linux/MAC environments
G-SUITE Applications
Desktop Applications
Antivirus technologies
Active Directory services
Internet technologies (WWW \ FTP \ EMAIL \VPN etc.)
Basic Networking protocols TCP/IP

Hands-on experience working in one or more ITSM toolsets
Proven expertise in reducing call volumes through trending and service improvement.
Previous experience working within a customer-focused environment is essential.

Strong fault finding skills, combined with the ability to guide people remotely through IT systems to gather pertinent information.

Good verbal and written communication skills (English)
Excellent email/chat/telephone etiquette and good interpersonal skills.

Desirable

Microsoft Exchange and O365
Knowledge or exposure on Client Management Tools
Awareness on Cloud Infrastructure services like AWS etc.
Knowledge of ITIL framework

Personal

Essential

Customer-focused approach to dealing with service and incident requests.
Ability to work effectively with various types of end-users.
Ability to work under pressure efficiently.
Ability to multitask, prioritize and manage workload.
Self-motivated and self-reliant with ability to work independently.
Excellent attention to detail and be proactive, hardworking and patient.
Ability to excel both independently as well as part of a team.
Professional –punctual, reliable, trustworthy, inspires confidence.
Applicants should have willingness toward self-improvement and continuous learning.

Reporting Line

The post holder reports into Global IT Service Delivery Manager.